Responsibilities:

  • Be the Customer Experience team lead to prepare the business for the new FCA regulation – Consumer Duty
  • Leading the design and delivery of a new Customer Design toolkit which enables key teams in the bank to improve their understanding and self-serve so that customer centric design drives good customer outcomes.
  • Lead the communications plan
  • Design a training plan and lead sessions for Channel, Journey, Functional Team Owners and provide ongoing support to meet the FCA’s timeline for implementation.
  • Work with Product Governance and Data and IT teams to ensure the bank can evidence our performance on the four customer outcomes.